Bad service

Been with Netstar since February 2010. In June 2015 I was contacted to have the tracking device replaced. I was told to test the device at least twice a year. I was also told that the vehicle must be moving for it to be located. In the beginning, they would phone me (obviously while I was driving) to say the test was successful. The last few times I never got a call. When I called in, I was told the test was successful. It occurred to me today, not having tested it for quite some time, that the device was installed 6 and a half years ago. I asked for a test. The consultant said to hold on while she tested it. I asked her if I had to be driving while testing and she said no. Heard music playing, then a recorded voice asking me to rate the service. Pressed 0 for most unlikely to recommend the company, recorded message kept playing. I hung up, and rang again. Different consultant tested the device and said it was not responding and I was to phone the Retentions Department to upgrade the device. In the meantime, I contacted another company who can give me a good deal as I am retired and don't use my car as much as I used to. Shortly afterwards, while out on the road, I received a call to say that the device is working! I am confused, frustrated, and a little angry.